Five months of Zero feedback

I left a company that I was working for so I submitted my claim forms and all supporting documents on 3rd July 2019 to Alexander Forbes. They responded to me via SMS acknowledging my claim and told me the process would take up to 30 days but still today no one has bothered to get back to me. I have been following up via email and every time I get a response saying my email has been referred to an administrator who will contact me but no one ever contacts me. When I call I am placed on hold till the phone cuts. Today I spoke to Boitumelo who said she was enquiring about something and would get back to me but she didn't. It's been 5 months and the claim is not settled and there is no feedback. The service is shocking to say the least. I am very disappointed and frustrated.